A

Visitor

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4 Messages

Fri, Sep 10, 2021 11:10 PM

Closed

Early Termination Fee - No Service Coverage in my New Address

Signed up for a Xfinity Connection back in June 2021 on a 2 year contract. I did call out to the agent at Xfinity store that I have to move to my new home within 3 months, he said my connection can be moved  without a glitch. Now am getting ready for the move, Xfinity confirmed that my new address is outside their service area so suggested to reach out to other ISP. When I asked Xfinity to cancel my service the agent says he cannot waive the early termination fee because I am legally bound to pay this fee even if I move to an address that's outside the coverage area. The same is mentioned in my legal contract as well. Why should a consumer be penalized for Xfinity not having service coverage. 
Legally I am obliged to pay this termination fee, but ethically is this what Xfinity as a company stands for? 

Think about this company's core values if they are gonna charge you a fee for terminating service because there is no coverage. 

P.S: I've been an Xfinity customer for almost 9 years at various addresses, this is going to be my last interaction with Xfinity.

Accepted Solution

Again

Expert

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28.2K Messages

1 year ago

@ajeeva500 If you were under a contract and you moved to a non-service area you are the one effectively breaking the contract.  As per your contract you will be charged an early termination fee.

If you are under a contract and you need to cancel service, you may be subject to an early termination fee (ETF).
 
  •    If you move to a Comcast serviceable area, and transfer service, you are not charged.
  •    If you move to a Comcast serviceable area, and do not sign up for service, then the ETF would apply.
  •    If you move to a non-Comcast serviceable area, then the ETF does apply.
  •    If it is an active duty military deployment, then the ETF will be waived when you send documentation.
  •    If the account holder is deceased, the ETF will be waived upon receiving a death certificate or obituary.
  •    If you downgrade service, then the ETF will not apply.
  •    If you have a Double/Triple Play and remove all but one service, then the ETF will not apply.
  •    If you cancel all services while under contract then the ETF will apply.
 

Visitor

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4 Messages

@Again

thank you for the insights. I just got to assume $210 for some COVID-19 donation to Xfinity. 

Visitor

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3 Messages

@Again​ What if my house gets hit by lightning and burns down, does the ETF apply?

Official Employee

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435 Messages

1 year ago

Hello @ajeeva500! Thanks so much for taking a moment out of your day to leave a post on our community forum! I'm sorry to hear you're having issues with your billing, but you have definitely come to the right place for assistance! If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you!

 

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

 

Visitor

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4 Messages

@XfinityChelseaB

thank you, I just sent all my details in the private chat, let me know if you need any other information 

Visitor

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4 Messages

Nothing changed, I still have to pay $210 for early termination fee.

Visitor

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1 Message

Wow, I was going to sign up for service but after reading this I think that will be a no, that is unethical

Again

Expert

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28.2K Messages

@user_625194 how is it unethical?  You [global you] agreed to and signed a contract and in that contract it spells out the early termination fee.  In effect, if you're in a contract and cancel all services you're abandoning the contract, not Comcast who is still upholding their end of the contract, so you have to pay a penalty.  It's the same with any contract.  You buy a car, sign a contract for so much payment a month and if you stop paying the car will be repossessed.  You buy a house and sign a mortgage and pay so much a month.  If you stop paying on the mortgage the house goes into foreclosure.  A contract is a contract and there are penalties for breaking the contract.  Again I ask, how is this unethical?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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Visitor

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1 Message

1 year ago

The reason doesn't matter to Xfinity, because they don't care about their customers. I tried to transfer my service this year to a different address and they accidentally canceled it instead, forcing me to sign up again since it's the only provider in the area. So now that I'm actually trying to cancel, I have to pay an early termination fee for a mistake that they made even though if they'd transferred it correctly like they were supposed to before, I wouldn't have to pay. They're the worst company. 

XfinityEthan

Official Employee

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1.1K Messages

Hi, @user_88a226. Your situation is different compared to the thread post and it is something we can look into. I recommend next time creating you own post with details and we will reach out to help. Please direct message your name and address and we are happy to help. 

 

Make sure you are signed in.

1. In the top right corner, you'll see a little chat icon(direct message) near the bell icon. 2. Click the "New message" (pencil and paper) icon

2. Hit the compose button to the right of "conversations"

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

 

 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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1 Message

10 months ago

Comcast is so corrupt and will try to nickel and dime you the entire time you are signed up with them. They are profiting off you immensely by having an early termination fee. I moved out of their service area and was charged almost 100 bucks for no reason. Comcast, I hope you go out of business.

Visitor

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1 Message

10 months ago

Sometimes we are  forced  to move to areas where we don’t know nothing about, how are we supposed to know that comcast don’t have service there?, and now with COVID many people lost their jobs and their houses and have to move to unexpected places. They should be considered about the early termination fee. 
if they don’t have service in the area no fee should be charge. Period 

Again

Expert

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28.2K Messages

@user_92b9bc​ If you are in a contract and move to an area that Comcast doesn't service, you are the one effectively breaking the contract, not Comcast.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Visitor

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3 Messages

You get paid for VOLUNTEERING right? Sheesh....

Visitor

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1 Message

I am in a similar situation as the OP.  In my case, though, I specifically asked the agent that changed my service (I downgraded to a more economical plan) if I would be charged an ETF.  I was told that I would not if I moved to an area where there was no Xfinity service, which happens to be the case.  I have gotten nowhere with Xfinity - one call, escalated up to a supervisor, and one chat, also escalated to a supervisor.  I am now filing a complaint with the FCC and looking to see if I can do the same with state regulatory authorities.  I am very disappointed in Xfinity for providing incorrect information.

Official Employee

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985 Messages

Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a chat and start with your full name and address? To start a chat, you must be signed in. Please click the chat icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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